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Problems with account recovery

Quick find code: 408-409-60-66278912

May 2006

Malua

Posts: 43,049 Sapphire Posts by user Forum Profile RuneMetrics Profile

The time it is taking to get the denies is a good sign!
It means you do have quite a bit of information about the account, you just need to work on it a bit to get over the line.

Addresses just need to be town/country. If you live in USA, it needs to be town/state/country.
Jagex does not know your exact address. They can tell the address if you were playing from a big institution e.g. school, college etc.
The chances are your friends family was using the same ISP your family used so don't worry too much about that.

At this point, take careful note of the information they are asking for in the reasons and try to improve that part of the information.

Your form is lasting long enough in the sytem to be checked by a human so now the Other Comments box becomes really important.
Use Other Comments to list:
* names of other accounts you owned and played that might show an ISP or payment match with the account you are recovering. You can mention other family members accounts if you had no other accounts of your own.
* address changes during the life of the account (format as explained above)
* emails you have had linked to the account
* if the account had a long period of inactivity, state some approx dates.
NOTE: all information in that box needs to pre-date any hijack. If the account was ever hijacked, you must only submit information that pre-dates the first ever hijack as Jagex want to see proof from a time when the account was completely secure.

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24-Apr-2023 13:40:19

Upset Roach

Posts: 9 Bronze Posts by user Forum Profile RuneMetrics Profile

Thanks again for all the information! I just submitted another request with other accounts I also own played from the same IP/Locations, as well as hopefully the card number that was used way back then. Hopefully this will be enough information, and if I get the email updated first thing I'm doing is visiting hans in rs3 and noting my account age lol. Also going to try to reset my security questions if that is even possible. The craziest thing is that I know my current password, but I had set up an authenticator with my old email. I do not think I will be using an authenticator this time around.

25-Apr-2023 01:28:52

May 2006

Malua

Posts: 43,049 Sapphire Posts by user Forum Profile RuneMetrics Profile

Good luck!

Talking to Hans is a very good move!
You won't be able to reset the security questions. They are a legacy system that is not able to make changes to anymore. The security questions don't need to be exact spelling/capitalisation etc. You just need to show that you have a good idea of what you set, even if you set dumb answers like keyboard spam or the same answer to all the questions. In a case like that, just say "the answer is keyboard spam" or "I set the exact same answer to all the questions". It shows you know what you set even if you cannot exactly state the answer.

So, the only thing keeping you out of the account is the Authenticator?
I recommend that you continue using it, just try to keep it accessible.
Jagex is gradually moving towards mandatory Authenticator though the back up will be having a verification code emailed to the accounts registered email.
As I said in my first reply, your email holds the front door keys to your RuneScape account. It is vitally important you always keep an accessible email registered.

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25-Apr-2023 02:04:51

Upset Roach

Posts: 9 Bronze Posts by user Forum Profile RuneMetrics Profile

Yeah, I don't hate authenticator, but it does get annoying keeping up with multiple accounts with different authenticators, (not just rs accounts, but school, work, and others as well). If it is mandatory I might pick it up again, but I feel against it now since it is part of the reason I can't use my account. I didn't know the security questions weren't able to be reset. I'm going to make sure to talk to hans on this account as well.
Good news right now is they still haven't replied to my latest appeal, (could also be bad news as well lol).

25-Apr-2023 23:06:13

Upset Roach

Posts: 9 Bronze Posts by user Forum Profile RuneMetrics Profile

Well I have just about lost hope. I provided the earliest card number that I could possibly access. My dads bank forces you to manually look through months of every year, and he is not willing to do that for me, or let me do it. Apparently the one payment card was not enough. I also provided 2 other accounts with the same payment information and that were played from the exact same computers as the other account, and that was not enough either. I guess I will just have to keep resubmitting the request with the same data, because there really is nothing else I can think of.

26-Apr-2023 15:27:38

Jan 2011

Roddy Piper

Posts: 13,751 Opal Posts by user Forum Profile RuneMetrics Profile

IDK if this helps, but if you need better information on dates, the wiki has an archive of all the update news posts. If you search for 'game updates' they are listed by year. Going back in time you might be able to better remind yourself. Holiday events seem like a great place to start.

26-Apr-2023 16:12:29

Upset Roach

Posts: 9 Bronze Posts by user Forum Profile RuneMetrics Profile

They keep telling me I need to submit more information in the more information box. YOU literally cannot. It has a 300 character limit, you can fit roughly 5 sentences.

We need some of the following details that can be entered into the 'Other Details' section of the Appeal form:

When you created the account (MM/YYYY)
If you have moved state/country, (let us know from where to where)
Creation Country (Country + State if you're appealing from the US)
Creation and most recent ISP (Internet Service Provider - for example BT, Virgin, Comcast, SBC etc.)
Any additional information which you cannot enter elsewhere in the form (for example multiple transaction ID numbers for your billing).

I have submitted all of these except transaction ID's and creation date. You cannot submit them all at one time because of the 300 character limit. I've put in 3 cards that have been used, one that has been used over 4 years ago.

REMOVE the 300 character limit so I can actually send all the data you want at once, putting it in separate appeals does not work.

26-Apr-2023 17:32:07

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